Tag: Employee Engagement

Five Steps to Starting Your Ecommerce Business in the UAE

Whether you’re buying for personal consumption or business through the internet, online shopping is now a big part of our everyday lives. This fact is going to evolve even more so in the coming years with the upsurge of ecommerce...

Diversity & Inclusion: The Keys to Improved Customer Contact

In the world of customer contact, the nurturing of a diverse and inclusive culture not only creates a team that reflects the market it is serving, but it generates an environment where people can bring their whole selves to work...

Hotel Group Launches Employee Engagement Tracking System in Wake of Kitchen Incident

Luxury hotel group Calcot Collection has enlisted a guest experience management firm to help monitor staff happiness through the company’s employee survey function, in order to motivate and retain its team. The move follows the sacking of a senior chef and...

Seeking a World of Engaged Employees: An Interview With Gethin Nadin

Gethin Nadin is a world-renowned Employee Experience expert, who has lent his knowledge to the judging panels of events including the UK Employee Experience Awards.   A psychology graduate, Gethin understands the thought process behind what brands need to ensure effective employee...

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

Smarter Communication: The key to Employee Engagement in the Modern Workplace

The workplace as we know it is transforming, as digital innovation creates new ways of working and many employees operate across more devices, time zones, and locations than ever before. The uptake of flexible, off-site, and remote working trends has...

Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

Five Ways to Test Your Customer Recovery Loop

Customer service is a vital part of obtaining and retaining business. In fact, 73 percent of buyers indicate that Customer Experience is an important factor in their purchasing decisions. To ensure they are servicing their customers in the best way...

Accelerated Learning Scheme for Medical Writers Earns Ashfield Gold at UKEXAs

The recent 2019 UK Employee Experience Awards in London saw one of the country’s most innovative training schemes for medical writers celebrated in a Gold category victory. Ashfield Healthcare Communications took home the top award in the Employee Engagement – Learning...

Doubts Among Mid-Size Call Centres on Meeting Customer Needs

A majority of European mid-sized call centres understand the advantage in a connected customer journey, but only 14 percent are confident in meeting current and future needs. That is one of the findings published in a new independent research study conducted...